Sorry to hear you're having trouble with your quip! Luckily, following the steps below will likely fix your problem.
Step 1: Remove old brush head
Grip the head and handle in opposite hands, bristles facing away from you. Place your thumb on the dots, then gently pull the head off in a slight arc motion (don’t snap it directly backwards).
Step 2: Remove motor and battery
Pull the motor out by lifting it by the wings or using the thumbnail notch. Once it’s removed, tip the handle over and tap out the battery.
Step 4: Replace motor and battery
Drop in a new AAA battery or a fresh rechargeable negative end first, then slide the motor back in (it will spring up slightly).
Before reassembling your brush, check on the motor to make sure that there is no gap between the base and the body. If there is, you can fix this by applying pressure to close the gap:
Once everything is in place, press the q button to test.
If this didn’t fix the issue, please send photos of your quip fully assembled and fully taken apart (head removed from handle, motor and battery out) to email@example.com and we will help you ASAP. Please make sure to provide the email or order number associated with your original quip toothbrush order.
If you see any damage to the handle itself, please include a photo that clearly shows it.
Please do not use tools on your quip as this may damage it further or dispose of any items you believe broken as we can’t fix things we can’t see!